YOUR DAY TO DAY
- Assists in controlling and monitoring departmental costs on an ongoing basis to ensure performance against budget
- Assists in maintaining a comprehensive, current and guest focused set of departmental standards and procedures and oversees their implementation
- Prepares and administers detailed on boarding program for new staff. Provide input for probation and formal performance appraisal discussions in line with company guidelines
- Regularly communicates with staff and maintains good relations. Coaches, counsels and disciplines staff, providing constructive feedback to enhance performance
- Hotel Representative - Create a positive hotel image in every interaction with internal and external customers while always adhering to hotel brand standards. Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff.
- Maintain high level of product knowledge of special programs, events and current Hotel information in the hotel in order to recognize and respond to guests needs.
- Work with Assistant Front Office Manager and Front Office Manager on SOPs & P&Ps for Front Office related matters, especially relating to night duties.
- Planning of rostering for the Front Office department as per manning requirement for operations, to work with other sections to ensure the operations has sufficient manning in all section and ensure timesheet is done promptly, especially for any last minute changes.
- Overseas Front Office team members on their progress and standards at work pertaining to MOD logs, Enrollment Efficiency, Cashiering updates etc.
- Work with Front Office Leaders on Front Office Quarterly bonding session and Birthday celebration.
- Oversee night audit process, ensuring accurate end of day reporting and financial reconciliation. Ensure compliance with cash handling procedures, financial controls relating to credit per room.
- Reports directly to and communicates with the Assistant Front Office and Front Office Manager on all pertinent matters affecting guest service and hotel operations.
- Supervises and directs Reception and Reservations personnel. Supports and assists Front Office personnel and all departments at peak periods. Cooperates, coordinates and communicates with other hotel departments as required.
- Reacts to situations to ensure guests receive prompt attention, personal recognition throughout the hotel and responding to guest needs and resolves related problems
- Ensure a warm and personal welcome for all guest arriving during night hours, handles inquiries, concerns and complains promptly aiming for swift resolution and guest satisfaction. Oversee VIP arrivals and departures in the absence of Senior Leaders, ensuring personalized service and attention to detail.
- Monitor guest feedback channel, including in-house surveys and online reviews – all to respond to in timely manner. Identify areas for improvement and share training with the team during morning briefings.
- Conduct regular walk through of public area, back of house, guest floor to ensure cleanliness, safety and maintenance standards are met.
- Financial Aspect - Promotes inter-hotel sales and in-house facilities. Ensures front line staffs comply with FIT marketing techniques and maximize sales. Checks billing instructions and monitors guest credit along with analyzing/approving discounts, rebates, refunds
- Crisis Management - Takes action with the Property Management Systems (PMS) in emergency situation and fully conversant with all hotel emergency procedures. Main point of contact for any emergencies, coordinate with security and relevant departments to manage incident effectively. Ensure all safety protocols are followed including safety, emergency evacuations and health regulations.